Date post: | 31-Oct-2014 |
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Ideas for improving
customer experience from Lexden
Customer Experience Programme Delivery
The crucial answers you need to achieve customer experience excellence
How do we define customer experience?
How do our customers define experience?
How well are we delivering customer experience?
Where do we need to improve most and why?
How do we transform our current customer experience?
What is the value of Customer Experience to our business?
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1. How do we define customer experience?
“How your customers perceive their interactions with your company”
That was easier than I
thought
They put my needs first
It worked exactly as I
expected it to
They managed my expectations
It was better than I
thought it would be
2. How do customers define experience?
Achievement
Perception
Choice
Betterment
(achievement)
Perception
(positive)
Choice
(ease)
Customers (and other sectors) drive experience expectation, not us
FACT: Customer satisfaction expectations have increased
CHALLENGE: Does your customer experience represent todays expectations, or is it designed in anticipation of tomorrows?
Does it just work, wow or define you?
3. How well are we doing? Are we ‘customer experience’ newbies or naturals?
FACT: Customer interactions with your company shape their relationship perceptions
CHALLENGE: do we know who our journeys are designed for or how satisfied our customers are with them? Is ‘customer’ a project or a
philosophy in our business? Do we ever listen to our customer?
4. Where do we need to drive improvement?
FACT: Certain interactions and attributes have a disproportionate impact on perception
CHALLENGE: Do we know what our brand’s defining moments of truth or points of pain are? Do we know what our customers
expect? Does this varies by customer type?
5. How do we transform the customer experience?
A defined & aligned Customer Strategy
Put the customer at the start
and the heart of the experience strategy.
We start by thinking outside-In to define what customers
really want, what they expect and what they get.
We will audit culturally and practically using various CX tools. And agree with senior stakeholders based on this
insight where we want to get to, why that’s important, at
what cost and by when.
Customer Success Measurement
We work with the business to
reset the business performance framework to 1) monitor the success of
improvements against overall customer experience
improvements using customer performance
models and presenting these outcomes back as a priority
KPI to the most senior boards in the business
Customer Culture Change
We Identify where the
business is currently in its adoption of customer as a
driver for improvement. We devise a structured CCC programme to bring all
internal stakeholders to a point of embracing customer is a philosophy rather than a project. A specific ‘employee experience’ and recognition
programme ensures customer lives on long after
we’ve departed
Build & Delivery Management
We identify where the
greatest gain or attention is demanded. Our strength in
customer centricity helps you arrive at innovative and new
big impact improvements which will back into business
strategy and satisfy customers. We proof test
viability with all stakeholders. Remaining
active partners right through operations and to deliver.
6. What is the value of Customer Experience to our business?
FACT: The top 10 CX performers in the UK outperform the FTSE 500 by over 950%
CHALLENGE: Do you know the ‘cost to serve’ difference between a very dissatisfied versus satisfied customer? What difference does 1% CSAT improvement make to your bottom line? How
much cost is spent on ineffective experience initiatives?
Customer Experience Programme Specifics
So where do you start?
Understanding what drives the agenda will shape the customer vision.
Everything else should flows from there.
With the customer. Decide what is the customer challenge the business faces?
Lexden’s customer experience programme contains various areas of exploration, design and development
To find out how we can create a successful customer experience strategy for your
business contact [email protected] or
[email protected] And we will arrange a meeting to share our
ideas and discuss our new Customer Experience Readiness Audit.
We design end-to end Customer Experience programmes to energise those involved in bringing customer centricity to life
To find out how we can create a successful customer experience strategy for your
business contact [email protected] or
[email protected] And we will arrange a meeting to share our
ideas and discuss our new Customer Experience Readiness Audit.
What a successful Lexden led CX programme delivers
We are Lexden | Customer Marketing Strategists
“PUTTING CUSTOMERS AT THE START AND THE HEART OF MARKETING STRATEGY”
“They brought our research to life with such flair and
imagination that the business just had to sit up and take
notice“ Tom Kerr, Head of Insight,
Tesco Bank
“They always provide the highest quality work and
output that is grounded in the commercial realities of the business.” Colin Robertson,
Director Customer P & L, MORE TH>N
“Lexden taught me a tremendous amount about
what it means to really think customer”
Celia Felgate, Customer Experience Manager,
npower
Christopher Ajai Sean Pippa Jenny
Christopher Brooks | Director | E: [email protected] | M: 07968316548
Jenny Tyler | Business Development Director | E: [email protected] | M: 07796694419
Shiv